Complaint: [redacted] I am rejecting this response My A/C system was broken on and off (always the same problem - low gas pressure message and system shutdown) for over nine months and despite numerous service calls at a cost of $for labor, Air Masters could not find the real problemThe last time they worked on the system was 11/21/and they said it was finally fixedIt failed the next day again with the same problemI called Air Masters and told them about the problem and I shouldn't have to pay them again for looking at why it failed when they said it was fixedAir Masters refused and told me that they wouldn't come unless I paid for the serviceThey said it was probably low on refrigerantI didn't believe thisI felt I was throwing good money after badThey seemed to only care about picking my pocket rather than really fixing the systemI was fed up at this point and hung up the phoneRather than contacting me to find out what was wrong my system, they chose to just ignore meNot very good customer serviceMaybe they should take some classes on customer relations At some point in time during this period, I called several times wanting to talk to the owner about them not being able to fix my system, but the person on the phone always said the owner wasn't there so I left messages for him to call meHe never didSo much for customer service After the 11/21/date, we left the system brokenWe did buy a portable A/C until the system could be fixedThe problem was that I couldn't find anyone that was qualified to work on the systemTechnicians have to be certified to work on the [redacted] system, something Air Masters told meI eventually contacted [redacted] asking if there was anyone other than Air Masters on Oahu who was certified to work on the systemThey sent me a short list of potential contractorsMost were commercial only and did not service residential customersOne was not taking on new customersThat left two potentials other than Air MastersI called one of the two remaining contractors and he came out and found the problem in minutesHe got the unit running but told me that a part has to be replacedHe also said the system was still fully charged and did not require to be rechargedIt cost me $for laborUnfortunately, this contractor would not perform warranty service (parts cost) because the warranty was with the original contractor who sold me the systemI felt this wasn't correct but they were adamant about not performing warranty workI contacted the last contractor on the list and they quoted me a cost of over $to fix the system , labor and parts (no warranty service) We are going to sell the house and must have the A/C system fixed before we can put the house on the marketThe system is up and down like a yoyo until the defective part can be replacedWe already bought another house and will be moving shortly, so it is rather important to have the A/C system fixed as soon as possibleIt is costing me a lot of money to support two houses Since the last contractor was rather expensive, I figured I would call Air Masters since they sold me the system and it was still under warranty (parts only)They sold me the system with a 12-year warrantyIt would be a lot cheaper since we already know what part to order and it would only take a couple of hours to replaceI shouldn't have to pay a lot of money to another contractor just because Air Masters won't provide warranty serviceIf I knew they would have this unprofessional attitude, I would have never purchased the system from themThis unprofessionalism is rather contrary to what they advertise on their web site Lastly, I resent Air Masters for implying I want it fixed for free, which is ridiculous as I have always known what is and isn't covered under the warrantyI paid $for labor for warranty service as I stated at the beginning of this letterI have no idea why they would say this other than trying to discredit me I also resent the comments that I am rude and disrespectful as there is no basis for thisWhoever is saying this is not being truthful Sincerely, [redacted]
I'm writing in regards to complaint # [redacted] filed by MrJason M [redacted] on 10/13/Our response to the complaint is as follows:Our estimates are free of chargeNo contract was signedNo monies exchanged handsYes, we did a free in home estimate for MrJason M***The estimate took place during our busiesttime of year and this year it was extremely hotMrM [redacted] was under no obligation to wait for ourestimate and could go to any other AC companyIt was his choice to wait as long as he did We arebacklogged with estimates and booked for installations now for 6-weeksIt isn't certain that wewouldn't get back to MrM***I believe we would have eventually gotten to him as we moved downour list.So our stance on this matter is that there was not official business transaction for there to warrant suchcomplaintI can see his frustration but at the same time we can only do so much when the demand forfor air conditioning is o high at this timeI'm assuming that MrM [redacted] did try to contact other ACcompanies and probably got no response from them as well which is probably why he waited solong for us.I do not know what else to say in this matterI do not know what the point of this complaint really isand what he hopes to achieve from lodging itHowever, I do hope that MrM [redacted] finds himself a goodAC contractor who will satisfy his needs as we are not the company for him.Regards,Kris L***
Complaint: [redacted] I am rejecting this response My A/C system was broken on and off (always the same problem - low gas pressure message and system shutdown) for over nine months and despite numerous service calls at a cost of $for labor, Air Masters could not find the real problemThe last time they worked on the system was 11/21/and they said it was finally fixedIt failed the next day again with the same problemI called Air Masters and told them about the problem and I shouldn't have to pay them again for looking at why it failed when they said it was fixedAir Masters refused and told me that they wouldn't come unless I paid for the serviceThey said it was probably low on refrigerantI didn't believe thisI felt I was throwing good money after badThey seemed to only care about picking my pocket rather than really fixing the systemI was fed up at this point and hung up the phoneRather than contacting me to find out what was wrong my system, they chose to just ignore meNot very good customer serviceMaybe they should take some classes on customer relations At some point in time during this period, I called several times wanting to talk to the owner about them not being able to fix my system, but the person on the phone always said the owner wasn't there so I left messages for him to call meHe never didSo much for customer service After the 11/21/date, we left the system brokenWe did buy a portable A/C until the system could be fixedThe problem was that I couldn't find anyone that was qualified to work on the systemTechnicians have to be certified to work on the [redacted] system, something Air Masters told meI eventually contacted [redacted] asking if there was anyone other than Air Masters on Oahu who was certified to work on the systemThey sent me a short list of potential contractorsMost were commercial only and did not service residential customersOne was not taking on new customersThat left two potentials other than Air MastersI called one of the two remaining contractors and he came out and found the problem in minutesHe got the unit running but told me that a part has to be replacedHe also said the system was still fully charged and did not require to be rechargedIt cost me $for laborUnfortunately, this contractor would not perform warranty service (parts cost) because the warranty was with the original contractor who sold me the systemI felt this wasn't correct but they were adamant about not performing warranty workI contacted the last contractor on the list and they quoted me a cost of over $to fix the system , labor and parts (no warranty service) We are going to sell the house and must have the A/C system fixed before we can put the house on the marketThe system is up and down like a yoyo until the defective part can be replacedWe already bought another house and will be moving shortly, so it is rather important to have the A/C system fixed as soon as possibleIt is costing me a lot of money to support two houses Since the last contractor was rather expensive, I figured I would call Air Masters since they sold me the system and it was still under warranty (parts only)They sold me the system with a 12-year warrantyIt would be a lot cheaper since we already know what part to order and it would only take a couple of hours to replaceI shouldn't have to pay a lot of money to another contractor just because Air Masters won't provide warranty serviceIf I knew they would have this unprofessional attitude, I would have never purchased the system from themThis unprofessionalism is rather contrary to what they advertise on their web site Lastly, I resent Air Masters for implying I want it fixed for free, which is ridiculous as I have always known what is and isn't covered under the warrantyI paid $for labor for warranty service as I stated at the beginning of this letterI have no idea why they would say this other than trying to discredit me I also resent the comments that I am rude and disrespectful as there is no basis for thisWhoever is saying this is not being truthful Sincerely, [redacted]
I'm writing in regards to complaint # [redacted] filed by MrJason M [redacted] on 10/13/Our response to the complaint is as follows:Our estimates are free of chargeNo contract was signedNo monies exchanged handsYes, we did a free in home estimate for MrJason M***The estimate took place during our busiesttime of year and this year it was extremely hotMrM [redacted] was under no obligation to wait for ourestimate and could go to any other AC companyIt was his choice to wait as long as he did We arebacklogged with estimates and booked for installations now for 6-weeksIt isn't certain that wewouldn't get back to MrM***I believe we would have eventually gotten to him as we moved downour list.So our stance on this matter is that there was not official business transaction for there to warrant suchcomplaintI can see his frustration but at the same time we can only do so much when the demand forfor air conditioning is o high at this timeI'm assuming that MrM [redacted] did try to contact other ACcompanies and probably got no response from them as well which is probably why he waited solong for us.I do not know what else to say in this matterI do not know what the point of this complaint really isand what he hopes to achieve from lodging itHowever, I do hope that MrM [redacted] finds himself a goodAC contractor who will satisfy his needs as we are not the company for him.Regards,Kris L***